Patient Access Associate

Patient Access Associate

Position Summary

WPH Cares acts as our patients’ guide to accessing exceptional care and supports the growth of WPH by ensuring a high quality, consistent experience for all callers. The Patient Access Associate acts as the first impression for the caller and assists the caller in navigating essential services. They will schedule appointments and field inquiries, concerns, and requests while providing the highest level of customer service. The associate will ensure patients’ needs are met and promote loyalty to WPH via active listening, empathy, courtesy, and professionalism.

Essential Functions and Responsibilities Includes the Following :

• Understands and adheres to the WPH Performance Standards, Policies and Behaviors.
• Responds to multi-channel inquiries regarding appointments, referrals, refills, etc. in accordance with established scheduling guidelines and clinical escalation protocols.
• Remains aware of call queues and complete call processing in an efficient manner while maintaining high level of customer experience.
• Displays active listening, empathy, courtesy, and professionalism with callers and colleagues.
• Strives to resolve caller’s inquiries in a single interaction.
• Fulfills responsibilities to ensure proper patient identification, accurate demographics and insurance coverage, and managing / updating patient medical records.
• Performs general office / clerical duties at offsite practices as needed, including scheduling, registration, and other front desk duties.
• Provides feedback and collaborates with colleagues and leadership to improve departmental performance.
• Attends mandatory meetings / in-services and participates in workgroups or projects as assigned.
• Completes all annual mandatory requirements and conditions of employment.
• Performs all other related duties as assigned.

Education & Experience Requirements

Core Competencies

Physical / Mental Demands / Requirements & Work Environment

Primary Population Served

All Patient Populations

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.

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